Amazon Connect Customer now lets managers chat with their data

Amazon Connect Customer now lets managers chat with their data in plain language and get back the answer, the evidence behind it, and the fix, in seconds. Managers have always had the data. What they haven’t had is the time to dig through dashboards, find what’s driving performance, and decide what to do next. Now Amazon Connect Customer does that work for them. It searches across more than 150 metrics spanning self-service, agent performance, and queue performance to find what matters, explain why, and recommend the best next step.

Managers can start broad and go deep in the same conversation. For example, a manager can ask which queues are the best candidates for automation, and Amazon Connect Customer reviews where handle time and after-contact work run highest, then returns a prioritized list with confidence scores and projected impact. What once required analysts, dashboards, and weeks of investigation now becomes a prioritized action plan in seconds.

This feature is available in all AWS Regions where Amazon Connect Customer AI Agents are supported. To learn more, visit our product documentation.